Bilingual Virtual Banker

• Provide daily support by assisting customers via diverse contact channels to include: inbound/outbound calls, live chat, secure messages, and email with professionalism and urgency • Must display ability to toggle between multiple applications while assisting customers in the various channels • Handle customer service issues via direct interface with the customer in order to expedite solutions. Solicit higher level approval for all situations exceeding experience/training, department scope or assigned level of authority. • Ensure accuracy and provide correct information to customers to resolve issues and exceed customer expectations at first point of contact • Cross-sell bank services and products • Responsible for researching and preparing the proper response to customer complaints and inquiries by interacting with team members, employees and managers in the branches/ lending and support departments as needed to complete assigned task • Operate with an emphasis on building lasting relationships and creating positive experiences to drive results and engagement levels • Responsible for resolving operational and/or technical issues in accordance with established operating policies and procedures • Knowledgeable of all FCBI systems and procedures and must adhere to policies and procedures • Establish and maintain solid working relationships with all levels, departments, and locations within FCBI • Consistently meets critical deadlines and other performance targets or requirements • Must be available to work all weekdays and holidays, within Bank operating hours • Perform other tasks requested by supervisors as they relate to the bank and its functions Physical Requirements: • Must be able to remain in a sitting stationary position for extended periods of time • Constantly operate a computer and other office machinery • Ability to lift up to 25 pounds FCBI is an equal opportunity employer. • At least 18 years of age • High School Diploma or equivalent required • 6-12 months of banking or call center experience (preferably in a customer service capacity) • Proven professional writing ability • Ability to type 30-45 wpm • Working knowledge of Microsoft Office including Excel and Word • Excellent oral, written, phone etiquette and interpersonal communication skills • Superior customer service (internal and external) with a compassionate customer service mindset • Flexible, open-minded and solution-oriented with the ability to adapt to a fast-paced and changing environment • Demonstrate good judgment, analytical and problem solving skills when making decisions • Detail oriented and ability to multi-task and manage multiple projects and difficult situations or individuals, all simultaneously while consistently meeting deadlines • Regular and punctual attendance is a must • Must successfully pass background investigation according to company policy • Must be able to get along with co-workers and work effectively in a team environment • Must be authorized to work in the United States Must be bilingual in English/Spanish Apply tot his job Apply To this Job